This literature review explores the relationship between reward systems and Organizational Citizenship Behavior (OCB). Research indicates that reward mechanisms, including monetary and non-monetary incentives, significantly enhance employees' OCB manifestations, thereby improving organizational performance. Rewards serve not only as a means to motivate OCB but also, in some cases, as a direct outcome of such behaviors. The review emphasizes that effective reward strategies are crucial for stimulating and maintaining OCB, making them key to enhancing overall organizational effectiveness.
Abdullah, R. B., Musa, M., Zahari, H., Rahman, R., & Khalid, K. (2011). The Study of Employee Satisfaction and its Effects towards Loyalty in Hotel Industry in Klang Valley, Malaysia. 2(3).
Armstrong, M. (2014). Armstrong’s handbook of performance management. London, PA: Kogan Page.
Borman, W. C., and Motowidlo, S. J. (1993), “Expanding the criterion domain to include elements of contextual performance”, in Schmitt, N. and Borman, W.C. (Eds), Personnel Selection in Organizations, Jossey-Bass, San Francisco, CA, pp. 71-98.
Bustamam, F. L., Teng, S. S., & Abdullah, F. Z. (2014). Reward management and job satisfaction among frontline employees in hotel industry in Malaysia. Procedia - Social and Behavioral Sciences, 144, 392–402. https://doi.org/10.1016/j.sbspro.2014.07.308
Che, X., Fakhrorazi, A., Loke, W.-K., Hariani, S., & Chen, Q. (2021). The development of k-worker’s task performance: An empirical research based on the Chinese context. Journal of Organizational Change Management, 34(7), 1300–1315. https://doi.org/10.1108/JOCM-10-2020-0316
Chiang, F. F. T., & Birtch, T. A. (2011). Reward climate and its impact on service quality orientation and employee attitudes. International Journal of Hospitality Management, 30(1), 3–9. https://doi.org/10.1016/j.ijhm.2010.03.007
Danish, R. Q., & Usman, A. (2010). Impact of Reward and Recognition on Job Satisfaction and Motivation: An Empirical study from Pakistan. International Journal of Business and Management, 5(2), p159. https://doi.org/10.5539/ijbm.v5n2p159
Dastyari, A., & Shahabi, M. (2014). Organizational Citizenship Behavior, Customers Loyalty and Quality of Services A Study of Iranian service organization.
Dessler, G. (2016) Human Resource Management, 15th Edition, Pearsons Education, Inc., Boston.
Gautam, T., Van Dick, R., Wagner, U., Upadhyay, N., & Davis, A. J. (2005). Organizational citizenship behavior and organizational commitment in Nepal. Asian Journal Of Social Psychology, 8(3), 305–314. https://doi.org/10.1111/j.1467-839X.2005.00172.x
Gavino, M. C., Lambert, J. R., Elgayeva, E., & Akinlade, E. (2021). HR Practices, Customer-Focused Outcomes, and OCBO: The POS-Engagement Mediation Chain. Employee Responsibilities and Rights Journal, 33(2), 77–97. https://doi.org/10.1007/s10672-020-09355-x
Gupta, N., & Shaw, J. D. (2014). Employee compensation: The neglected area of HRM research. Human Resource Management Review, 24(1), 1–4. https://doi.org/10.1016/j.hrmr.2013.08.007
Haass, O., Akhavan, P., Miao, Y., Soltani, M., Jan, T., Azizi, N., & | |. (2023). Organizational citizenship behaviour on organizational performance: A knowledge-based organization. Knowledge Management & E-Learning: An International Journal, 15(1), Article 1.
Hameed, M., Haraj, H. A., & Alabboodi, S. A. (2018). Impact of Tangible and Intangible Rewards on Organizational Effectiveness: A Mediating Role of Organizational Citizenship Behaviour. The Journal of Social Sciences Research, Special Issue 5, 849–856. https://doi.org/10.32861/jssr.spi5.849.856
Hanafi, A., Soebyakto, B., & Afriyanti, M. (2018). The Effect of Organizational Citizenship Behavior (OCB) and Quality of Work Life (QWL) on The Employee Work Performance with Motivation As An Intervening Variables at Industrial affairs Of South Sumatera Province. International Journal of Scientific Research and Management (IJSRM), 6(09). https://doi.org/10.18535/ijsrm/v6i9.em03
Hareendrakumar V. R., H. V., Subramoniam, S., & M, N. H. (2020). Redesigning Rewards for Improved Fairness Perception and Loyalty. Vision, 24(4), 481–495. https://doi.org/10.1177/0972262920946142
Hwang, Y., Wang, X., & Pa?amehmeto?lu, A. (2021). Customer online reviews and hospitality employees’ helping behavior: Moderating roles of self-efficacy and moral identity. International Journal of Contemporary Hospitality Management, 33(5), 1461–1481. https://doi.org/10.1108/IJCHM-01-2021-0056
Iqbal, A., Sajid, M., & Lothi, T. N. (2015). Employee loyalty and organizational commitment in Pakistani organizations. Global Journal of Human Resource Management, 3(1), 1–11.
Kensbock, S. L., Patiar, A., & Jennings, G. (2019). Hotel room attendants’ delivery of quality service. Tourism and Hospitality Research, 19(3), 382–393.
https://doi.org/10.1177/1467358417751023
Koo, B., Yu, J., Chua, B.-L., Lee, S., & Han, H. (2020). Relationships among Emotional and Material Rewards, Job Satisfaction, Burnout, Affective Commitment, Job Performance, and Turnover Intention in the Hotel Industry. Journal of Quality Assurance in Hospitality & Tourism, 21(4), 371–401. https://doi.org/10.1080/1528008X.2019.1663572
Korsgaard, M. A., Meglino, B. M., Lester, S. W., & Jeong, S. S. (2010). Paying you back or paying me forward: Understanding rewarded and unrewarded organizational citizenship behavior. Journal of Applied Psychology, 95(2), 277–290. https://doi.org/10.1037/a0018137
Kuehn, K. W., and Al-Busaid, Y. (2002), “Citizenship behavior in a non- western context: an examination of the role of satisfaction, commitment and job characteristics on self- reported OCB”, International Journal of Commerce and Management, Vol. 12 No. 2, pp. 107-125.
Lawler, & E., E. (1990). Strategic pay: Aligning organizational strategies and pay systems. Jossey Bass.
Linz, S. J., & Semykina, A. (2012). What Makes Workers Happy? Anticipated Rewards and Job Satisfaction. Industrial Relations: A Journal of Economy and Society, 51(4), 811–844. https://doi.org/10.1111/j.1468-232X.2012.00702.x
Mazlan, N., Sumarjan, N., Nazlan, N. H., & Suhartanto, D. (2021). Reward and Satisfaction: Keeping hospitality employees loyal. Environment-Behaviour Proceedings Journal, 6(17), 147–153. https://doi.org/10.21834/ebpj.v6i17.2817
Mosquera, P., Soares, M. E., & Oliveira, D. (2020). Do intrinsic rewards matter for real estate agents? Journal of European Real Estate Research, 13(2), 207–222. https://doi.org/10.1108/JERER-12-2019-0051
Organ, D. W., & Ryan, K. (1995). A meta-analytic review of attitudinal and dispositional predictors of organizational citizenship behavior. Personnel Psychology, 48, 775– 802.
Pan, F. C. (2015). Practical application of importance-performance analysis in determining critical job satisfaction factors of a tourist hotel. Tourism Management, 46, 84–91. https://doi.org/10.1016/j.tourman.2014.06.004
Podsakoff, N. P., Whiting, S. W., Podsakoff, P. M., & Blume, B. D. (2009). Individual- and organizational-level consequences of organizational citizenship behaviors: A meta-analysis. Journal of Applied Psychology, 94(1), 122–141. https://doi.org/10.1037/a0013079
Podsakoff, P. M., MacKenzie, S. B., Paine, J. B., & Bachrach, D. G. (2000). Organizational Citizenship Behaviors: A Critical Review of the Theoretical and Empirical Literature and Suggestions for Future Research. JOURNAL OF MANAGEMENT, 26(3).
Podsakoff, P. M., and MacKenzie, S. B. (1994), “Organizational citizenship behaviors and sales unit effectiveness”, Journal of Marketing Research, Vol. 3 No. 1, pp. 351-363.
Rasch, R., & Szypko, M. (2013). Perception is reality: The importance of pay fairness to employees and organizations. World at Work Journal Q, 3, 65–74.
Scheidt, S., & Chung, Q. B. (2019). Making a case for speech analytics to improve customer service quality: Vision, implementation, and evaluation. International Journal of Information Management, 45, 223–232.
https://doi.org/10.1016/j.ijinfomgt.2018.01.002
SeyedJavadin, S., Rayej, H., Yazdani, H., Estiri, M., & Aghamiri, S. A. (2012). How organizational citizenship behavior mediates between internal marketing and service quality: The case of Iranian GAS company. International Journal of Quality & Reliability Management, 29(5), 512–530. https://doi.org/10.1108/02656711211230508
Smith, C. A., Organ, D. W., & Near, J. P. (1983). Organizational citizenship behavior: Its nature and antecedents. Journal of Applied Psychology, 68(4), 653–663. https://doi.org/10.1037/0021-9010.68.4.653
Sultana, S., & Johari, H. (2022). HRM practices, impersonal trust and service oriented OCB: An empirical evidence from Bangladesh. Asia-Pacific Journal of Business Administration, 15(1), 1–24. https://doi.org/10.1108/APJBA-05-2021-0197
WorldatWork. (2006). Total Rewards Model: A framework for strategies to attract, motivate and retain employees.
Ya-Hsin, C., & Hung-Sheng, H. S. (2017). The effects of training and reward systems on employee willingness to stay – A case study of an international tourist hotel in Taipei. International Journal of Research in Tourism and Hospitality, 3(1). doi:10.20431/2455-0043.0301003
